Better Biz Bureau to Stores: Keep Return Policy Simple

The Better Business Bureau has plenty of tips to stores on how to handle post-holiday merchandise returns, but the key to its strategy was keeping things simple.

"Though returns can be a hassle, it's important for retailers to keep their customers in mind when it comes to their policy," said Steve J. Bernas, the president and CEO of the Better Business Bureau serving Chicago and northern Illinois.

"While it's important that your return policy doesn't hurt your business, it's critical that it doesn't completely discourage and penalize the customer from making a purchase in the first place," Bernas said.

Bernas offered the following tips to stores facing a potential barrage of post-holiday returns:

• Make sure the customer is aware of your policy. Display you policies at the checkout counter and on your website.
• Provide gift receipts. Be sure to offer one at the time of purchase. This will make the return process smoother after the holidays.
• Encourage customers to return the merchandise unused, unworn or unwrapped. Everyone likes getting merchandise in its original package and by encouraging customers to return goods this way, you better your chances that the product can be resold.
• Make online returns easy. Lay out the return rules clearly. Explain who pays for the return shipping, where the customer sends the return, and any forms or mailing labels you want them to use.
• Stay calm and helpful. The holidays can be a stressful time for everyone and making returns is usually not high on the customer's list of fun things to do. When working with a customer, always go into a return with a smile. If their experience is good, you may win over a new customer.